Quality Analyst

Experience

3 - 8

Job Description:

Audit transactions by Customer Service Representatives, Technical Support, and/or Sales based on internal quality assurance and/or external customers to provide an excellent experience

Reporting - Creates & updates Customer Experience reports (e.g., Daily Internal Errors, Scorecard Upload, MIS, etc.) for the account by retrieving and updating the respective files and data. Maintains the files updated for accurate analysis and process improvement / innovation.

Targeted analysis - Reviews, analyzes, and interprets data that affects Customer Experience metrics. Highlights areas for improving immediate necessities, and overall strengths impacting customer experience. Creates effective recommendations to drive account performance.

Flagging behaviors - Investigates customer complaints and/or non-compliance to Customer Experience standards. Recommends corrective actions in accordance with applicable company policies. Issues Incident Reports to the Team Leaders for red flag CSR behaviors and compliance requirements observed during transaction monitoring. Performs further deep dive of other relevant data when necessary.

New hire / Nesting support - Complies with a specific number of audits established by CE Team Lead to provide immediate findings to Operations and training department.

Conducts calibration session with Operation Team

Requirements:

Should be willing to work in shifting schedules

Excellent written and oral communication

Excellent problem-solving and analytics skills

Excellent understanding on TELUS Customer Experience Blueprint

Seek appropriate guidance and advice to deliver quality outcomes. Works under limited supervision.

Excel & G-Sheet knowledge (Desirable)

Excellent verbal and written communication

Must have ability to work under pressure